Service Desk Technician

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive - and that it's all driven by human intelligence.

Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what's possible.

From manufacturing and engineering to cybersecurity and space, we're driving progress in some of the world's most important industries - and working together to build a future we can all trust.

**OUR BENEFITS**
- Competitive remuneration + Super
- Fitness Passport Discount - Access to a network of Gyms across AUS from $15 P/W
- Employee discounts with a number of affiliates (Travel, Car hire, Tech, Medical Insurance)
- Modernised Paid Parental Leave
- Veterans Leave
- Novated Lease options
- Family support through our partnership with Parents at Work
- Personal & professional training development opportunities
- Sonder - Wellbeing & Support Partner

**OUR TEAM**

This role is part of our corporate team, a central hub for Thales Australia. It's where our shared services - think finance, legal, HR, procurement - come together to make sure all teams across Australia have access to the business services they need. Cross-functional collaboration helps us build out Thales' capabilities - and helps us open up new career opportunities for employees all across the business.

**YOUR ROLE**

As a Service Desk Technician, you'll be at the heart of delivering top-notch performance, ensuring quality, and tackling IT issues with precision. The role will play a crucial role in providing ISIT End User Support (Level 1 and Level 2) phone support to Thales Australia

**Applicants must hold Australian Citizenship due to security clearance requirements**

**KEY ACTIVITIES AND RESPONSIBILITIES**
As an End User Support Technician, you are accountable for:

- Provide Level 1-2 IT support to end-users, and escalate issues when required to relevant teams
- Providing onsite and remote Level 2 and some Level 3 technical support across network, server, desktop hardware, mobile devices, software and peripheral devices
- Understanding of Active Directory, DNS, DHCP, and group policy
- Supporting and maintaining desktops, mobile phones and other peripherals.
- Fulfilment and deployment of new or replacement hardware components, desktop and technology hardware and software components
- Be the point of contact for all incoming Incidents & Requests via Live Chat & phone support
- Troubleshoot issues related to Systems, Applications, Software, Hardware or Networking
- Work on a broad range of technologies such as Windows OS, Office 365, Mac OS, IOS & Android, Routers, Wi-Fi, etc.
- Adhere to SLAs with a strong customer focus
- Accurately log, monitor and track service requests & incidents using Service Desk Management tool ServiceNow.

**KEY KNOWLEDGE AND EXPERIENCE**
To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

- Minimum 2 years' experience in a heavy customer focus position involving technical knowledge and supporting an organisations' products and services
- Time-management skills in a like environment
- Ability to provide phone support for all levels of the organisation
- Ability to work independently with set tasks
- Eager to learn new skills and develop own career
- Good Problem solving and root cause analysis skills
- Good documentation skills
- Display passion, high performance, and a strong willingness to take ownership of tasks and responsibilities.
- Strong & clear communication skills
- Previous experience in using ServiceNow as the ITSM tool or other ticket logging system
- Clear communicator with a customer-first mindset.
- A genuine passion for technology and a willingness to learn

It's easy to dismiss the perfect opportunity if you don't see yourself as the perfect fit. If this role feels right - no matter your background or personal circumstances - please introduce yourself or join our community. We're committed to supporting a diverse workplace, and that starts here.

We're proud to be endorsed by WORK180 as an Employer for All Women, but we know there's always more we can do. We'll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.

Read more about our WORK180 endorsement.